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Cost per Ticket is the total monthly operating expense of Desktop Support divided by the monthly ticket volume. Operating expense includes the following components:

Salaries and Benefits for Desktop Support Technicians
Salaries and Benefits for Indirect Personnel (Team Leads, Supervisors, Workforce Schedulers, Dispatchers, QA/QC Personnel, Trainers, and Managers)
Technology Expense (computers, software licensing fees, etc.)
Telecom Expense
Facilities Expense (office space, utilities, insurance, etc.)
Travel, Training, and Office Supplies
As you might expect, the vast majority of costs for desktop support are personnel related.  Figure 1 shows the average breakdown of costs for North American desktop support organizations.

Cost per Ticket, Desktop Support, Desktop Support expenses, Desktop Support KPIs
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Jeff Rumburg | MetricNet
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